Create a Complaint

This guide explains how to register a new complaint in the system.

Accessing the form

1. Go to GRM - Complaints
2. Click the New complaint button
3. The creation form opens

Complainant information

Required fields

Field	Description
Full name	Complainant's first and last name
Phone	Phone number

Optional fields

Field	Description
Email	Email address
Address	Full address

Complaint reception

Reception channel

Select how the complaint was received:

• Phone: Phone call
• Visit: The complainant came in person
• Mail: Letter or written document
• Email: Complaint by email
• Suggestion box: Anonymous submission
• Field agent: Reported by an agent

Complaint type

For non-sensitive complaints, select the type:

• Payment delay
• Incorrect amount
• Payment not received
• Identification problem
• Other

Sensitive complaint (SEA/SH)

Sensitive complaints

Check this option if the complaint concerns:

• Sexual exploitation and abuse (SEA)
• Sexual harassment (SH)
• Gender-based violence

These complaints are handled confidentially with a specific workflow.

Categorization

Category

• Payment: Money transfer problems
• Eligibility: Program inclusion or exclusion
• Information: Information request
• Complaint: General complaint
• Other: Unclassified cases

Priority

Priority	When to use
Low	Information requests, non-urgent cases
Medium	Standard complaints
High	Significant impact on beneficiary
Urgent	Critical situations, sensitive complaints

Description

Subject

Summarize the complaint in a short, clear sentence.

Example: "Non-receipt of T3-2024 cycle payment"

Detailed description

Describe the complaint in detail:

• Context of the situation
• Chronology of events
• Impact on the beneficiary
• Actions already taken

Location

Indicate the geographic location:

1. Select the Region
2. Select the Sector
3. Select the Locality

Duplicate verification

Before creation, the system automatically checks:

• If a similar complaint already exists
• If the complainant has recent complaints

In case of potential duplicate:

1. The system displays similar complaints
2. Verify if it's really a new complaint
3. Confirm creation if necessary

Validation

1. Verify the entered information
2. Click Create complaint
3. A reference number is automatically generated

Reference

The reference format is: PLT-YYYY-XXXXX

• PLT: Complaint prefix
• YYYY: Year
• XXXXX: Sequential number

After creation

Once created, the complaint:

• Appears in the list with Open status
• Can be assigned to an agent
• Starts its processing cycle